Patient Access & Scheduling Specialist

LE0010 Stanford Health Care; Newark (CA); On-site; USD 40,000 - 45,000; Full time

Job summary

Stanford Health Care’s Access Operations Contact Center (AOCC) seeks a Customer Service Specialist to handle high-volume patient calls, schedule appointments, and coordinate care with clinics and providers. You will document interactions, verify insurance, and escalate urgent issues according to C-I-CARE standards.

Proficiency in medical terminology, data entry, and navigating EPIC or similar systems will support accurate, timely patient service and care coordination.

Qualifications

• Type 40 words per minute
• Excellent customer service skills
• Knowledge of medical terminology
• Demonstrated knowledge of proper English grammar in speaking and writing
• Effectively listen to resolve patient/customer inquiries
• Maintain respect and composure in stressful situations
• Navigate complex software tools and accurately input data
• Effectively document caller notes into the medical record
• Ability to adjust communication to fit the receiver
• Ability to apply business logic to resolve patient/customer issues while managing multiple priorities
• Working knowledge of EPIC or other patient/customer database
• Ability to apply C-I-CARE to work

Responsibilities

• Responds to a high-volume of incoming and outgoing telephone calls and faxed referral
• Coordinates care by scheduling, editing and maintaining routine patient physician appointments for new and returning patients
• Facilitates communication between the patient and the physician or clinic
• Delivers expert knowledge regarding clinic-specific processes
• Accurately documents and routes calls to the proper department
• Identifies urgent customer needs or operational issues, and escalates appropriately
• Works with care teams, patients, and outside facilities to obtain necessary information required for care
• Communicates with the care team and support staff on various patient issues
• Obtains and updates insurance information
• Meets all regulatory and compliance standards
• Delivers high-level of customer service
• Follows documented protocols and guidelines
• Meets and exceeds departmental quality assurance standards
• Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services
• Uses functionality of the telephone system as required
• Other departmental duties as assigned

Skills

Typing 40 wpm

Customer service

Medical terminology

English grammar

Active listening

Data entry

Education

High School Diploma or GED

Tools

EPIC

Patient database

Job description

Stanford Health Care’s Access Operations Contact Center (AOCC) seeks a Customer Service Specialist to handle high-volume patient calls, schedule appointments, and coordinate care with clinics and providers. You will document interactions, verify insurance, and escalate urgent issues according to C-I-CARE standards.

Proficiency in medical terminology, data entry, and navigating EPIC or similar systems will support accurate, timely patient service and care coordination.